Oversee the end-to-end delivery of IT services, ensuring services meet agreed SLAs (Service Level Agreements).
• Track KPIs (Key Performance Indicators) to measure suppliers performance and service efficiency.
• Implement and manage service delivery frameworks, such as ITIL (Information Technology Infrastructure Library).
• Monitor and improve the quality, efficiency, and reliability of suppliers productivity and services.
• Coordinate incidents, review incidents resolutions, RCAs, and do problem management to ensure no repeat issues.
• Change and Release management, oversee changes, upgrades and ensure 99% success rate
• Coordinate emergency changes with all the stake holders
• Ensure on time customer notifications for scheduled maintenances.
• Conduct regular service reviews with internal stakeholders and clients (for major customers and private cloud environments).
• Act as the primary point of contact for internal teams, external clients, etc. w.r.t infrastructure suppliers, managed services partners, ISPs, etc.
• Identify and implement opportunities for process improvement using frameworks like ITIL CSI (Continuous Service Improvement).
• Maintain an inventory of IT assets, such as hardware, software, and licenses w.r.t entire hardware stack across sites.
• Ensure accurate configuration management through Configuration Management Databases (CMDB) or thru Excel sheets as required.
• Do risk management and create mitigation strategies, create supplier strategies.
• Review MSAs, Pos, etc. and ensure suppliers are meeting the contractual obligations.
• Take care of large migration projects